Communications Dispatch Center

The Emergency Communications Division is the primary 9-1-1 public safety answering point for the City of Santa Clara. The Division has an authorized staffing level of 19 Communications Dispatchers who are trained to receive, evaluate and dispatch Police, Fire and medical emergencies 24 hours a day, 365 days a year. The Communications Center Manager leads the technical and administrative aspects of providing this critical service. to those who require it.

This work unit acts as a coordination point for all emergency situations that take place in Santa Clara, focusing on City public safety resources. These trained professionals are able to expand their responsibilities when handling requests for immediate and planned public safety assistance on a more regional basis. In addition to this primary function, this same work group also classifies, documents and records a wide-range of internal and external non-emergency requests; dispatching most to City resources, but also referring callers to other agencies when appropriate.

The Dispatch personnel utilize legacy technologies to accomplish this variety of tasks and responsibilities while finding ways to incorporate newer and constantly evolving technologies such as broadening use of residential and business Voice over Internet Protocol (VoIP) telephone systems and telematics associated with Automatic Crash Notification (ACN) systems which are more readily available in newer model automobiles.

All Dispatchers are certified by the National Academy of Emergency Medical Dispatch as Emergency Medical Dispatchers.This program provides a systematic process for documenting and dispatching requests for emergent and urgent medical assistance.Dispatch personnel are trained to triage and classify these requests, providing for the delivery of detailed instructions for medical emergencies, including but not limited to basic first aid, CPR, and childbirth, until public safety responders arrive.

Broader efforts for better, more direct, delivery of wireless 9-1-1 continues on a statewide basis.Through the utilization of better developed positioning technology, efforts continue to define and route wireless 9-1-1 telephone calls to the most appropriate public safety answer point.There are also continued efforts to utilize evolving technologies which will allow for more seamless radio and data interoperability with neighboring agencies and neighboring counties as well.